We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 347829 results
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Decision Reference DRN-5010631
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010631 The complaint Miss M complains that The Royal Bank of Scotland Plc (‘RBS’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened Miss M’s spending pattern changed during April 2023. There were occasions after ... (3 pages)View decision -
Decision Reference DRN-4986286
27 Sep 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4986286 The complaint S and S (X Ltd) complain that Zempler Bank Limited trading as Cashplus Bank (CPlus) won’t refund all the money the company lost in a safe account scam. What happened The customer involved here is a limited company – which I will refer to as ‘X Ltd’ in this deci... (6 pages)View decision -
Decision Reference DRN-4965052
27 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4965052 The complaint Miss H complains that Starling Bank Limited allowed gambling transactions to debit from her account while she had a gambling block turned on and that it failed to take action when it could see her making repeated large transactions. What happened Miss H has a ... (4 pages)View decision -
Decision Reference DRN-4853300
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4853300 The complaint Mr M complains that The Royal Bank of Scotland Plc (‘RBS’) didn’t do enough to protect him when he was scammed while attempting to recover returns from another scam investment. What happened The details of this complaint are well known to both parties, so I wil... (2 pages)View decision -
Decision Reference DRN-4853331
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4853331 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he was scammed into buying cryptocurrency to invest and recover returns from another scam investment. What happened The details of this complaint are well known to both parties, so I will not ... (2 pages)View decision -
Decision Reference DRN-4938486
27 Sep 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4938486 The complaint A company, which I’ll refer to as D, complains that PayrNet Limited has declined to reimburse it for unauthorised payments. What happened The facts are well-known to both parties, so I’ll summarise them briefly. Mr P, the director of D says that he received a c... (2 pages)View decision -
Decision Reference DRN-5012354
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5012354 The complaint Miss E complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Miss E was contacted out of the blue by an individual offerin... (3 pages)View decision -
Decision Reference DRN-4101094
27 Sep 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-4101094 The complaint Mr B complains that Hargreaves Lansdown Advisory Services Limited (HL) wrongly advised him to invest in the Woodford Equity Income Fund (WEIF). What happened The WEIF The WEIF was managed by Neil Woodford, who left Invesco Perpetual in 2013 to set up Woodford ... (8 pages)View decision -
Decision Reference DRN-5047135
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5047135 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) didn’t offer him support when he was using his bank account to make gambling transactions in 2020. He said he was using the account differently and Barclays should’ve noticed this and stepped in to prevent fur... (2 pages)View decision -
Decision Reference DRN-5049005
27 Sep 2024 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-5049005 The complaint Mrs P wanted to transfer her personal pension with Vanguard to a new Small Self- Administered Scheme (SSAS), sponsored by her long-time employer, in order to invest in commercial property with her husband who was also a member of the SSAS. She started this proc... (8 pages)View decision
